FAQ's
Customer Care Details
For any queries please don't hesitate to contact our customer care line: 0800 212 535 or drop us an email at [email protected].
General
How can I contact Sheet Street?
Simply contact our call centre agents on 0800 212 535 or drop us a mail at [email protected].
How do I apply for a job at Sheet Street?
You can apply at your favourite SHEET STREET store or visit our careers page on our official website:www.mrpcareers.com
Why doesn’t my store stock all the product?
Different stores carry different stock depending on their size and location.
Where is my closest store?
Click here to find your closest store.
How do I link my Sheet Street account to my profile?
Step 1: Sign in or Register your online profile
Step 2: once on your profile click on ‘LINK ACCOUNT’
Step 3: Enter in your 10 digit account number and your ID NUMBER
Step 4: Click on Link Account
Delivery and Returns
When will I receive my order?
You can expect to receive your package within 5 to 7 working days. Please check your order status on sheetstreet.com. Due to the Covid safety restrictions that we have put in place there may be delays.
How will my order be delivered to me?
Door to Door - We can deliver to your home or work with the door to door option. There are certain outlying areas in RSA where orders will be delayed.
How much will delivery cost me?
| Delivery option | How long will it take? | How much will it cost? |
|---|---|---|
| Door to door delivery to central areas | 3-7 working days. | R45 |
| Door to door delivery to outlying areas | 5-8 working days. | Determined by location |
Is there an EXPRESS delivery option?
Unfortunately, not right now, but we are working hard to bring this option to our customers in the future.
Where is my order?
To track your order, you can choose from the following:
1. Visit sheetstreet.com and select "track my order" at the bottom of the page. Simply enter your order number and we will give you the status of your order.
2. You can also track the status of your order by logging into your profile on sheetstreet.com and clicking on "My Orders". Once you have selected the order that you wish to track, you will be able to see if your order has been received by us, if it has been shipped to you.
3. Although we will also send you emails to let you know how your order is progressing, you can also contact us if you would like help with tracking your order. Give us a call at 0800 212 535 or send an email to [email protected].
Why were certain items removed from my online order?
While we would love to bring you all the items you have ordered, the items were out of stock at the time of packing your order. Please keep an eye on your inbox for refund information for the items that we were unable to deliver to you during this time.
How can I cancel my order?
Simply contact our call centre agents on 0800 212 535 or drop us a mail [email protected]. Be sure to include your order number and request and we will be able to cancel your order and refund the payment using the original payment method.
How long will it take for me to receive my refund?
This is based on the payment method used when you are placing an order. Here are the different times based on the different payment options:
1. Credit Card: This will take 5-7 working days (excluding weekends and public holidays) to reflect in your account.
2. Sheet Street Account: This will take 24-48 hours to reflect in your account.
3. Gift Voucher & EFT Payments: It will take 24-48 hours for a voucher to be emailed to you.
Please note we do not refund delivery costs.
Can I return any merchandise?
Returning your order to any one of our Sheet Street stores is totally free. If you choose to return your merchandise using our Courier service, we will advise you on the estimated cost of the return when you are processing your return online, as the cost will vary depending on your location. We do not refund delivery costs, no matter how you chose to return your merchandise.
Simply contact our call centre agents on 0800 212 535 or drop us a mail at [email protected].
How long will I have to return my order?
7 to 10 working days
How much will it cost me to return my order?
Returning your order to any one of our Sheet Street stores is totally FREE.
Can I return my order to any of the Mr Price Stores or only Sheet Street?
No, you can only return your order to a Sheet Street store. To find your closest store, use our store locator.
How will I be credited for my return?
If you return your merchandise to one of our stores, we will credit you immediately as follows (subject to our Returns Terms and Conditions):
If you purchased using a credit card or a cheque/debit card, we will refund the card that you used. Please make sure that you bring the card that you used to purchase your merchandise with you so that we can process the credit for you, failing which we will have to issue you with a Gift card to the value of your credit.
If you purchased using your Sheet Street account, we will credit your account.
If you purchased using cash, we will credit you with cash.
If you purchased using a Gift card, we will issue you with another Gift card to the value of your credit.
If you purchased via Instant EFT, we will attempt to refund you back in into your account or issue you with a Gift card to the value of your credit.
Note: You will need to bring along your proof of purchase with you (you can either print this from your account profile online or you can bring along the delivery note that would have been included in your delivery parcel).
What if I received a damaged item?
Simply contact our call centre agents on 0800 212 535 or drop us a mail at [email protected].
An item was missing from my order?
This should not happen. Your delivery invoice should reflect exactly what has been delivered. Give us a call at 0800 212 535 or send an email to [email protected]. for us to resolve.
Can I give the items that I'd like to return to the courier that delivered?
Our delivery agents are not authorised to accept goods for return on delivery. You have two options to return your order:
The easiest method is to return your items to your nearest Sheet Street store for free (conditions apply).
Returning your order to any one of our Sheet Street stores is totally free. If you choose to return your merchandise using our Courier service, we will advise you on the estimated cost of the return when you are processing your return online, as the cost will vary depending on your location. We do not refund delivery costs, no matter how you chose to return your merchandise.
Simply contact our call centre agents on 0800 212 535 or drop us a mail at [email protected].
Can I pay cash on delivery?
No, we are only able to accept card payments via our website. You can use the following South African cards: MasterCard, Visa, Sheet Street Account Card.
Do you deliver outside the borders of South Africa?
No, we do not deliver outside the borders of South Africa.
Are there any circumstances in which furniture home delivery will not be undertaken by Sheet Street and the contracted courier?
Should the customer's residence be more than one story or a flat above the first floor, to which access is limited or the item is likely to be damaged if carried through the access points, then the item will be delivered to the lift or stairwell opening on the bottom floor only and further movement of the item will become the customer’s responsibility from that point forward. However, should the customer require the item(s) to be carried higher than the ground floor, the customer may engage with the courier in this regard. An agreement will then be in effect, between the customer and the courier. Sheet Street will not be held responsible for any losses or damage incurred, once the agreement between the customer and courier, is agreed and signed.
Can I select someone to receive my order for me if I’m not available when the Courier delivers?
Yes, you can, but do note that we will not accept responsibility for anyone who receives your order at your chosen address, that is not authorized to do so.
What happens if there is nobody to receive my order when the Courier delivers to me?
The Courier will make an attempt to call you and arrange a date and time that is suitable for you to receive your delivery. After a second delivery attempt the Courier will return your order to Sheet Street, and you will be credited for your purchase minus the cost of delivery and the cost of returning the package to us.
Online Shopping
How do I shop online with Sheet Street?
Your first step is to register with us. Once you have done this you can browse our website as you wish and when you find an item you would like to purchase, simply click “Add to Bag”. Some items may require you to select a colour or size.
The next step is the checkout: You will be prompted for your delivery option, and you can then choose your preferred payment option. Once you have completed your purchase we will then send you an e-mail to confirm that your purchase has been received by us, we will also keep you informed on the status of your order along the way.
Can I track my order online?
To track your order, you can choose from the following:
1. Visit sheetstreet.com and select "track my order" at the bottom of the page. Simply enter your order number and we'll tell you the status of your order.
2. You can also track the status of your order by logging into your profile on sheetstreet.com and clicking on "My Orders". Once you have selected the order that you wish to track, you will be able to see if your order has been received by us, if it has been shipped to you.
Can I change my address once I have paid?
Yes, you can, if the order has not been handed over to our courier yet.
1. Visit sheetstreet.com and select "track my order" at the bottom of the page. Simply enter your order number and we'll tell you the status of your order.
Simply contact our call centre agents on 0800 212 535 or drop us a mail at [email protected].
Is it safe to shop online with Sheet Street?
Sheet Street subscribes to the highest security and encryption standards, allowing our customers to shop with absolute peace of mind.
Card payments - Using 3D Secure / Payer Authentication, online card payments are now authenticated and verified, allowing for protection against any unauthorized use should your card be lost or stolen. Instant EFT - There are several security measures in place to protect you and your money throughout the payment process. SiD Instant EFT doesn’t store your personal data such as your banking login details, ensuring that sensitive financial information is kept secure. SiD Instant EFT links with your bank’s online system and requires you to authorise your transactions with a One Time Pin (OTP) that will get sent to you via a push message on your phone or within your banking app
What is 3D Secure/Payer Authentication?
3D Secure or Payer Authentication (MasterCard® SecureCode™ and Verified by Visa) provides an additional layer of security and protects you, the cardholder, when making an online purchase using a debit or credit card. Your bank identifies you using a previously selected One-Time Pin or password and therefore knows that it's you are shopping online. In doing so, no fraudulent transactions can be made if your card has been lost or stolen - giving you more control of your shopping experience.
You can shop in total confidence knowing that your credit card details are safe and secure.
To find out more about 3D Secure / Payer Authentication or if you are experiencing any difficulties upon checkout, feel free to contact customer care on 0800 212 535.
My bank is not listed, how do I enrol for 3D Secure/ Payer Authentication?
Please contact your bank to find out how you can enrol for 3D Secure or Payer Authentication on your credit card.
Certain credit card issuers, such as American Express and Diners Club, do not subscribe to 3D Secure / Payer Authentication yet.
These cardholders will not be required to enter a One-Time Pin or Password when shopping online.
What are the different payment options that I have for purchasing from Sheet Street online?
You have four different options:
1. You can pay using a credit card.
2. You can pay using a cheque or debit card (only eCommerce enabled debits cards are currently supported).
3. You can pay using your Sheet Street account
4. You can pay using SiD Instant EFT
5. You can pay using Ozow.
Are my credit card details safe?
Yes! We use the highest standard of encryption when passing payment information between your computer and our website. In addition, credit card details which are used for payment on our website are handled according to international best-practice standards with key data removed and encrypted. We do not record or retain any of the PIN or CVV numbers which are used for authentication of your card.
Where do I find the CVV number on my credit card?
Your CVV number can be found on the back of your bank debit or credit card.
Can you help? I have forgotten my password?
Simply click on the "FORGOT PASSWORD?" link on the "Sign In" page. We will then email you a link where you can reset a new password. You will be given three chances to enter the correct password, after which your profile will be locked. If this happens, you will need to contact us, and we'll send you an email with a link to reset your password.
Where do I find my username and password?
If you have forgotten your username, please refer to the original account confirmation email that was sent to your email address. Simply click on the "FORGOT PASSWORD?"" link on the "Sign In" page. We will then email you a link where you can reset a new password. You will be given three chances to enter the correct password, after which your profile will be locked. If this happens, you will need to contact us, and we'll send you an email with a link to reset your password.
Can I pay in a foreign currency?
Unfortunately, not right now.
Can I layby online?
Unfortunately, not at the moment. Keep an eye out on social media for news on laybys at Sheet Street.
I saw an item being advertised but now I can't find it online?
Please send an email to [email protected]. with a description of what you are looking for and one of our associates will try their best to help you. You can also inbox us on Facebook or Instagram.
What if I am making a purchase online and the site crashes?
Please be patient with us and email your query to [email protected].
Technical issue during my payment?
Please be patient with us and email your query to [email protected].
I didn’t receive an order confirmation?
Please be patient with us and email your query to [email protected].
My order was processed incorrectly?
Please be patient with us and email your query to [email protected].
How do I link my Sheet Street account to my profile?
Step 1: Sign in or Register your online profile
Step 2: once on your profile click on ‘LINK ACCOUNT’
Step 3: Enter in your 10 digit account number and your ID NUMBER
Step 4: Click on Link Account
Get to know the Mr Price One Card
Where can I shop with my store card?
You can now use your Mr Price Money card to shop at any Mr Price, Mr price Home, Mr Price Sport, Sheet Street or Miladys store in South Africa!
When I open a new account can I chose between a 6 and 12-month payment facility?
Yes, you can choose between 6 and 12-month interest bearing facility. Both facilities are open to shopping across the 6 retail brands.
Will I be able to change my 6-month account to a 12-month option if I find the instalments too high?
Yes, you will, and you will still be able to shop across the divisions
Can I shop online?
"Unfortunately, you cannot use your account card to shop online across all 6 retail brands. Currently you can only shop online at Mr Price, Mr Price Home and Mr Price Sport using your Mr Price Money card. At Miladys.com with your Miladys account card and at Sheet Stret.com using your Sheet Street account card."
Can I have more than one account facility?
"New account customers will only be able to open one 6 or 12-month account to shop across Mr Price, Mr Price Home, Mr Price Sport Mr price Cellular, Sheet Street or Miladys. If you already have a 24-month account, you will only be able to use this card to shop at Mr Price Home and Mr Price Sport for the more expensive items such as furniture and exercise machines."
What are the benefits?
Over and above the benefits you get when opening your account, you can now shop so much more across Mr Price, Mr Price Home, Mr Price Sport, Mr Price Cellular, Sheet Street or Miladys all on one card. You can also buy airtime and data on account and take out Mr Price Insurance products all conveniently billed to your store card.
Do I get Club point when shopping in Sheet Street, Mr Price, Mr Price Home & Mr Price Sports?
Club members CAN only receive their Club points when they shop in a Miladys store.
Can I qualify or purchase a Club membership if I have a Sheet Street or Mr Price Money account?
No unfortunately only Miladys account holder can sign up for Club, but Sheet Street and Mr Price Money account holders qualify for the Home of Regards and Insiders rewards program.
If I shop at a different brand from my store card how will it show on my statement?
The purchase at a different brand will appear as a line item on your monthly statement and will be included in your total monthly spend. You will still get your statement each month from the store you originally opened your account with.
Can I pay up my Mr Price account and then use my Miladys account as the universal account?
Yes, you can but only a Miladys 6/12month interest bearing account.
Will I be able to use my Miladys interest free account as the universal account?
Unfortunately, you will not be able to use this account, but you can choose to migrate to a 12month interest bearing account. Contact Mr Price Money Customer Services on 0800 212 535 and the team will migrate the account.
Will I be able to use my Mr Price Money 24month account as the universal account?
Unfortunately, you will not be able to use this account, but you can open a 12month account.
Can I have an additional card, and will all this apply to the additional card as well?
Yes, you can and yes it will apply to your additional card.
Can I still buy airtime?
Yes
What happens if I have two different store cards?
If you are already a customer with two of the six different accounts (Mr Price, Mr price Home, Mr Price Sport, Sheet Street or Miladys), we recommend you choose to pay down one of your accounts, that way you will only need to manage one account and will also save on service fees. You can carry on shopping on both accounts, until you have paid down and closed one account.
What happens once I’ve paid down my account?
Once you have finished paying down your account, we will then close it.
Do I get a new card
No, you can carry on shopping at any of the six stores using the card you currently have. New customers will get the new divisional card, and this will have all six retail brand logos on the back.
Can I pay my account at any Mr Price Group store?
Yes, you can pay your account at any Mr Price Group store, that means any Miladys, Sheet Street, Mr Price, Mr Price Home and Mr Price Sport stores in South Africa.
Can I pay for 2 accounts in one transaction?
No, you will need to pay each account separately using the account card you would like to pay your monthly instalment on and the tender type of your choice to make the payment. You can however make both these payments at the same store.
What happens if I have the same insurance product across two accounts?
We will automatically cancel one of the insurance products for you on the account you used less in the last 3 months. Don’t stress – you will still be covered by the insurance product on another account.
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